Method and apparatus for providing special call handling for valued customers of retailers

ABSTRACT

The present invention enables users of a network service to register with the network as valued shoppers, thereby allowing them to receive specialized treatment when calling registered retailers. The present invention enables retailers to register with the network, thereby allowing them to set preferred service logic for handling valued customer calls by the network.

This application is a continuation of U.S. patent application Ser. No.13/975,784, now U.S. Pat. No. 8,755,496, and is a continuation of U.S.patent application Ser. No. 12/861,150, filed Aug. 23, 2010, now U.S.Pat. No. 8,520,811, and is a continuation of U.S. patent applicationSer. No. 11/014,565, filed on Dec. 16, 2004, now U.S. Pat. No.7,783,024, all of which are incorporated herein by reference in theirentirety.

FIELD OF THE INVENTION

The present invention relates generally to communication networks and,more particularly, to a method and apparatus for providing special callhandling for valued customers of retailers.

BACKGROUND OF THE INVENTION

Users frequently call retailers for information to facilitate shoppingand purchase decisions. If valued customers' calls can be handleddifferently with more focused marketing and customer care service fromregular customers, more effective sales and higher customer satisfactionand revenue can result from this type of enhanced call handling.

Therefore, a need exists for a method and apparatus for providingspecial call handling for valued customers of retailers.

SUMMARY OF THE INVENTION

In one embodiment, the present invention enables users of a networkservice, e.g., a VoIP network service, to register with the network asvalued shoppers allowing them to receive specialized treatment whencalling registered retailers, e.g., by dialing the toll free number(e.g., 800 number) of the retailers. The present invention enables theretailers to register with the network, thereby allowing them to setpreferred service logic for handling valued customer calls by thenetwork. For example, the network will receive information with thecaller identification of these registered customers, thereby promptingthe registered retailers to offer their valued customers specialpromotions or enhanced customer care services.

BRIEF DESCRIPTION OF THE DRAWINGS

The teaching of the present invention can be readily understood byconsidering the following detailed description in conjunction with theaccompanying drawings, in which:

FIG. 1 illustrates an exemplary Voice over Internet Protocol (VoIP)network related to the present invention;

FIG. 2 illustrates an example of enabling special call handling forvalued customers of retailers of the present invention;

FIG. 3 illustrates a flowchart of a method for registering retailers andvalued customers in a VoIP network of the present invention;

FIG. 4 illustrates a flowchart of a method for special call handling forvalued customers of retailers of the present invention;

FIG. 5 illustrates a flowchart of a method for handling valued customercall by a retailer of the present invention; and

FIG. 6 illustrates a high level block diagram of a general purposecomputer suitable for use in performing the functions described herein.

To facilitate understanding, identical reference numerals have beenused, where possible, to designate identical elements that are common tothe figures.

DETAILED DESCRIPTION

To better understand the present invention, FIG. 1 illustrates anexample network, e.g., a packet-switched network such as a VoIP networkrelated to the present invention. The VoIP network may comprise varioustypes of customer endpoint devices connected via various types of accessnetworks to a carrier (a service provider) VoIP core infrastructure overan Internet Protocol/Multi-Protocol Label Switching (IP/MPLS) based corebackbone network. Broadly defined, a VoIP network is a network that iscapable of carrying voice signals as packetized data over an IP network.An IP network is broadly defined as a network that uses InternetProtocol to exchange data packets.

The customer endpoint devices can be either Time Division Multiplexing(TDM) based or IP based. TDM based customer endpoint devices 122, 123,134, and 135 typically comprise of TDM phones or Private Branch Exchange(PBX). IP based customer endpoint devices 144 and 145 typically compriseIP phones or PBX. The Terminal Adaptors (TA) 132 and 133 are used toprovide necessary interworking functions between TDM customer endpointdevices, such as analog phones, and packet based access networktechnologies, such as Digital Subscriber Loop (DSL) or Cable broadbandaccess networks. TDM based customer endpoint devices access VoIPservices by using either a Public Switched Telephone Network (PSTN) 120,121 or a broadband access network via a TA 132 or 133. IP based customerendpoint devices access VoIP services by using a Local Area Network(LAN) 140 and 141 with a VoIP gateway or router 142 and 143,respectively.

The access networks can be either TDM or packet based. A TDM PSTN 120 or121 is used to support TDM customer endpoint devices connected viatraditional phone lines. A packet based access network, such as FrameRelay, ATM, Ethernet or IP, is used to support IP based customerendpoint devices via a customer LAN, e.g., 140 with a VoIP gateway androuter 142. A packet based access network 130 or 131, such as DSL orCable, when used together with a TA 132 or 133, is used to support TDMbased customer endpoint devices.

The core VoIP infrastructure comprises of several key VoIP components,such the Border Element (BE) 112 and 113, the Call Control Element (CCE)111, and VoIP related servers 114. The BE resides at the edge of theVoIP core infrastructure and interfaces with customers endpoints overvarious types of access networks. A BE is typically implemented as aMedia Gateway and performs signaling, media control, security, and calladmission control and related functions. The CCE resides within the VoIPinfrastructure and is connected to the BEs using the Session InitiationProtocol (SIP) over the underlying IP/MPLS based core backbone network110. The CCE is typically implemented as a Media Gateway Controller andperforms network wide call control related functions as well asinteracts with the appropriate VoIP service related servers whennecessary. The CCE functions as a SIP back-to-back user agent and is asignaling endpoint for all call legs between all BEs and the CCE. TheCCE may need to interact with various VoIP related servers in order tocomplete a call that require certain service specific features, e.g.translation of an E.164 voice network address into an IP address.

For calls that originate or terminate in a different carrier, they canbe handled through the PSTN 120 and 121 or the Partner IP Carrier 160interconnections. For originating or terminating TDM calls, they can behandled via existing PSTN interconnections to the other carrier. Fororiginating or terminating VoIP calls, they can be handled via thePartner IP carrier interface 160 to the other carrier.

In order to illustrate how the different components operate to support aVoIP call, the following call scenario is used to illustrate how a VoIPcall is setup between two customer endpoints. A customer using IP device144 at location A places a call to another customer at location Z usingTDM device 135. During the call setup, a setup signaling message is sentfrom IP device 144, through the LAN 140, the VoIP Gateway/Router 142,and the associated packet based access network, to BE 112. BE 112 willthen send a setup signaling message, such as a SIP-INVITE message if SIPis used, to CCE 111. CCE 111 looks at the called party information andqueries the necessary VoIP service related server 114 to obtain theinformation to complete this call. If BE 113 needs to be involved incompleting the call; CCE 111 sends another call setup message, such as aSIP-INVITE message if SIP is used, to BE 113. Upon receiving the callsetup message, BE 113 forwards the call setup message, via broadbandnetwork 131, to TA 133. TA 133 then identifies the appropriate TDMdevice 135 and rings that device. Once the call is accepted at locationZ by the called party, a call acknowledgement signaling message, such asa SIP-ACK message if SIP is used, is sent in the reverse direction backto the CCE 111. After the CCE 111 receives the call acknowledgementmessage, it will then send a call acknowledgement signaling message,such as a SIP-ACK message if SIP is used, toward the calling party. Inaddition, the CCE 111 also provides the necessary information of thecall to both BE 112 and BE 113 so that the call data exchange canproceed directly between BE 112 and BE 113. The call signaling path 150and the call data path 151 are illustratively shown in FIG. 1. Note thatthe call signaling path and the call data path are different becauseonce a call has been setup up between two endpoints, the CCE 111 doesnot need to be in the data path for actual direct data exchange.

Note that a customer in location A using any endpoint device type withits associated access network type can communicate with another customerin location Z using any endpoint device type with its associated networktype as well. For instance, a customer at location A using IP customerendpoint device 144 with packet based access network 140 can callanother customer at location Z using TDM endpoint device 123 with PSTNaccess network 121. The BEs 112 and 113 are responsible for thenecessary signaling protocol translation, e.g., SS7 to and from SIP, andmedia format conversion, such as TDM voice format to and from IP basedpacket voice format.

Users may call retailers (e.g., the retailers' toll free number) forinformation to facilitate shopping. If valued customers' calls can behandled differently, with more focused marketing and enhanced customercare services, from regular customers, more effective sales and highercustomer satisfactions and revenue can result from this type of enhancedcall handling.

FIG. 2 illustrates an example of providing special call handling forvalued customers of retailers. Registered retailers 230 and registeredvalued customers 220 information are stored in the Application Server(AS) 214. For retailers, information stored in AS 214 includes, but isnot limited to, preferred service logic to handle incoming calls fromvalued customers. For example, a valued customer may be forwarded to alive attendant 231 instead of being forwarded to an interactive voiceresponse (IVR) system 232. For customers, information stored in AS 214includes, but is not limited to, their preferences to be viewed as avalued customer by a list of chosen registered retailers. For example, acustomer may only want to be viewed as a valued customer for a preferredsubset of registered retailers that they shop with. FIG. 2 shows thatwhen CCE 211 receives a call 250 from a valued customer 220 via LAN 240,gateway/router 242 and BE 212 that is destined to retailer 230, the CCEfinds out that the calling number is a registered valued customer andthe called number (e.g., a 800 number of a retailer) is a registeredretailer. Then CCE 211 communicates with AS 214, event 251, and findsout that customer 220 prefers to be viewed as a valued customer for theretailer 230; therefore, CCE 211 retrieves the registered service logicset by retailer 230 and processes the call according to the retrievedservice logic. For instance, the retailer 230 prefers to answer allvalued customer calls using live attendants 231 immediately instead ofusing an IVR system, as is the case for regular customers. CCE 211 thentranslates the called retailer number (e.g., a toll or a toll freenumber) into a telephone number destined to live attendants andcontinues the original call setup along with the valued customer'scaller identification (ID), such as the name and the phone number,towards the destined translated phone number as shown in event 252,e.g., via BE 213, gateway/router 243 and LAN 241. Using the transmittedcaller ID information, retailer 230 can also verify that caller 220 isindeed a valued customer before the call is answered by a live attendant231. If the caller is really a valued customer, based on such as billingstatus or revenue history, then the call will be answered by a liveattendant; otherwise, the call will in turn be forwarded to an IVRsystem instead. In an alternative embodiment, the retailer 230 can alsoplay pre-recorded messages of special promotions to the verified valuedcustomer caller before a live attendant 231 answers the call.

FIG. 2 illustrates an example of providing special call handling forvalued customers of retailers. Registered retailers 230 and registeredvalued customers 220 information are stored in the Application Server(AS) 214. For retailers, information stored in AS 214 includes, but isnot limited to, preferred service logic to handle incoming calls fromvalued customers. For example, a valued customer may be forwarded to alive attendant 231 instead of being forwarded to an interactive voiceresponse (IVR) system 232. For customers, information stored in AS 214includes, but is not limited to, their preferences to be viewed as avalued customer by a list of chosen registered retailers. For example, acustomer may only want to be viewed as a valued customer for a preferredsubset of registered retailers that they shop with. FIG. 2 shows thatwhen CCE 211 receives a call 250 from a valued customer 220 via LAN 240,gateway/router 242 and BE 212 that is destined to retailer 230, the CCEfinds out that the calling number is a registered valued customer andthe called number (e.g., a 800 number of a retailer) is a registeredretailer. Then CCE 211 communicates with AS 214, event 251, and findsout that customer 220 prefers to be view as a valued customer for theretailer 230; therefore, CCE 211 retrieves the registered service logicset by retailer 230 and processes the call according to the retrievedservice logic. For instance, the retailer 230 prefers to answer allvalued customer calls using live attendants 231 immediately instead ofusing an IVR system, as is the case for regular customers. CCE 211 thentranslates the called retailer number (e.g., a toll or a toll freenumber) into a telephone number destined to live attendants andcontinues the original call setup along with the valued customer'scaller identification (ID), such as the name and the phone number,towards the destined translated phone number as shown in event 252,e.g., via BE 213, gateway/router 243 and LAN 241. Using the transmittedcaller ID information, retailer 230 can also verify that caller 220 isindeed a valued customer before the call is answered by a live attendant231. If the caller is really a valued customer, based on such as billingstatus or revenue history, then the call will be answered by a liveattendant; otherwise, the call will in turn be forwarded to an IVRsystem instead. In an alternative embodiment, the retailer 230 can alsoplay pre-recorded messages of special promotions to the verified valuedcustomer caller before a live attendant 231 answers the call.

In step 310, the method registers at least one phone number of aretailer that has signed up for the special call handling of valuedcustomers service feature. The at least one number of the registeredretailer can be a toll number or a toll free number such as an 800number. Namely, the retailer is subscribing to this unique service withthe service provider so that the retailer has the ability to identifyand to handle its valued customers in a different manner. In fact, onceregistered, the registered retailer may be presented on a list ofregistered retailers that have special handling logics. In turn, userscan opt to be treated as a valued customer by one or more of theseregistered retailers.

In step 310, the method registers at least one phone number of aretailer that has signed up for the special call handling of valuedcustomers service feature. The at least one number of the registeredretailer can be a toll number or a toll free number such as an 800number. Namely, the retailer is subscribing this unique service with theservice provider so that the retailer has the ability to identify and tohandle its valued customers in a different manner. In fact, onceregistered, the registered retailer may be presented on a list ofregistered retailers that have special handling logics. In turn, userscan opt to be treated as a valued customer by one or more of theseregistered retailers.

In step 320, the method registers the preferred service logic of theretailers on how a valued customer's call should be handled by thenetwork. For example, the valued customer's call can be forwarded to alive attendant. Alternatively, the valued customer's call is forwardedto an IVR with specialized announcements (e.g., specials, discounts,discount or coupon codes, or private sales) that are made available onlyto value customers.

In step 330, the method registers one or more customers as valuedcustomers of their chosen registered retailers. This registrationprocess may contain two perspectives. In one perspective, each customercan select which registered retailers that should treat him or her as avalued customer. In addition to this perspective, the registeredretailers may also have a preference as to who should be treated astheir valued customers. For example, customers who want to be valuedcustomers are automatically treated as tier 1 valued customers by aregistered retailer. However, if the registered retailer has additionalinformation on a particular customer, e.g., a customer who frequentlyshops at the retailer, e.g., based on credit card or billinginformation, then the registered retailer may elevate that particularcustomer to a tier 2 valued customer and so on. The registered retailerhas discretion as to how a valued customer should be handled. Method 300then ends in step 340.

FIG. 4 illustrates a flowchart of a method 400 for special call handlingfor valued customers of retailers by the CCE. Method 400 starts in step405 and proceeds to step 410.

In step 410, the method receives a call setup message from a callingendpoint device, e.g., from a registered valued customer, to aregistered retailer that the customer has signed up to be viewed as avalued customer. The CCE communicates with the AS to inquire whether thecalling endpoint device, i.e., the calling party is associated with aregistered valued customer (or accorded a valued customer status) of thecalled party and whether the called party is a registered retailer.

In step 420, if the calling party is a valued customer and the calledparty is a registered retailer, then the method retrieves and appliesthe registered service logic set by the called registered retailer. Theservice logic may include, but is not limited to, translating the callednumber to a different destination phone number (e.g., a preferredtranslated destination number) depending on the customer status. Forinstance, a valued customer call can be forwarded to a phone numberanswered by live attendants and whereas a regular customer call can beforwarded to another phone number answered by an IVR system.

In step 430, the method continues the call setup procedures according tothe retrieved service logic to the called registered retailer. Method400 ends in step 440.

FIG. 5 illustrates a flowchart of a method for handling valued customercalls by a registered retailer. Method 500 starts in step 505 andproceeds to step 510.

In step 510, the method receives a call from a valued customer. In step520, the method in one embodiment, verifies if the caller is indeed avalued customer by checking customer information including, but notlimited to, the customer billing status or revenue history, using thecaller ID data. If the customer is a valued customer, the methodproceeds to step 530; otherwise, the method proceeds to step 540.

In step 530, the method provides enhanced handling of the customer call.For instance, enhanced call handling may include answering the valuedcustomer call using live attendants.

In step 540, the method provides normal handling of the customer call.For instance, normal call handling may include answering regularcustomer calls using an IVR system. The method ends in step 550.

FIG. 6 depicts a high level block diagram of a general purpose computersuitable for use in performing the functions described herein. Asdepicted in FIG. 6, the system 600 comprises a processor element 602(e.g., a CPU), a memory 604, e.g., random access memory (RAM) and/orread only memory (ROM), a special call handling module 605, and variousinput/output devices 606 (e.g., storage devices, including but notlimited to, a tape drive, a floppy drive, a hard disk drive or a compactdisk drive, a receiver, a transmitter, a speaker, a display, a speechsynthesizer, an output port, and a user input device (such as akeyboard, a keypad, a mouse, and the like)).

It should be noted that the present invention can be implemented insoftware and/or in a combination of software and hardware, e.g., usingapplication specific integrated circuits (ASIC), a general purposecomputer or any other hardware equivalents. In one embodiment, thepresent special call handling module or process 605 can be loaded intomemory 604 and executed by processor 602 to implement the functions asdiscussed above. As such, the present special call handling process 605(including associated data structures) of the present invention can bestored on a computer readable medium or carrier, e.g., RAM memory,magnetic or optical drive or diskette and the like.

While various embodiments have been described above, it should beunderstood that they have been presented by way of example only, and notlimitation. Thus, the breadth and scope of a preferred embodiment shouldnot be limited by any of the above-described exemplary embodiments, butshould be defined only in accordance with the following claims and theirequivalents.

What is claimed is:
 1. A method for processing a call setup message in acommunication network, comprising: receiving, by a processor in thecommunication network, the call setup message from an endpoint device ofa calling party to a called party; verifying, by the processor, thecalling party is associated with a valued customer status and the calledparty is a registered retailer based upon the call setup message; andprocessing, by the processor, the call setup message in accordance witha registered service logic when the calling party is associated with thevalued customer status and the called party is the registered retailerinstead of processing the call setup message in accordance with aservice logic associated with a regular customer status, wherein theregistered service logic presents a pre-recorded message of a promotionand directs a call to a live attendant following the pre-recordedmessage of the promotion being presented.
 2. The method of claim 1,wherein the communication network is a voice over internet protocolnetwork.
 3. The method of claim 1, further comprising: registering aphone number of the calling party as being associated with the valuedcustomer status; and registering a phone number of the called party asbeing associated with the registered retailer.
 4. The method of claim 3,wherein the phone number of the called party is a toll-free phonenumber.
 5. The method of claim 3, wherein the phone number of the calledparty is a toll phone number.
 6. The method of claim 1, wherein thecalling party being associated with the valued customer status isselectively set by the calling party.
 7. The method of claim 1, whereinthe calling party being associated with the valued customer status isselectively set by the called party.
 8. The method of claim 1, whereinthe registered service logic is retrieved from an application server bya call control element.
 9. The method of claim 8, wherein the registeredservice logic further comprises service logic for forwarding the callsetup message to a preferred translated destination number set by thecalled party.
 10. The method of claim 1, further comprising: sending acaller identification of the calling party to the called party.
 11. Themethod of claim 10, wherein the caller identification is used by thecalled party to verify the valued customer status.
 12. A tangiblecomputer-readable medium storing instructions which, when executed by aprocessor in a communication network, cause the processor to performoperations for processing a call setup message in the communicationnetwork, the operations comprising: receiving the call setup messagefrom an endpoint device of a calling party to a called party; verifyingthe calling party is associated with a valued customer status and thecalled party is a registered retailer based upon the call setup message;and processing the call setup message in accordance with a registeredservice logic when the calling party is associated with the valuedcustomer status and the called party is the registered retailer insteadof processing the call setup message in accordance with a service logicassociated with a regular customer status, wherein the registeredservice logic presents a pre-recorded message of a promotion and directsa call to a live attendant following the pre-recorded message of thepromotion being presented.
 13. The tangible computer-readable of claim12, further comprising: registering a phone number of the calling partyas being associated with the valued customer status; and registering aphone number of the called party as being associated with the registeredretailer.
 14. The tangible computer-readable of claim 13, wherein thephone number of the called party is a toll-free phone number.
 15. Thetangible computer-readable of claim 13, wherein the phone number of thecalled party is a toll phone number.
 16. The tangible computer-readableof claim 12, wherein the calling party being associated with the valuedcustomer status is selectively set by the calling party.
 17. Thetangible computer-readable of claim 12, wherein the calling party beingassociated with the valued customer status is selectively set by thecalled party.
 18. The tangible computer-readable of claim 12, furthercomprising: sending a caller identification of the calling party to thecalled party.
 19. The tangible computer-readable of claim 18, whereinthe caller identification is used by the called party to verify thevalued customer status.
 20. A network element for processing a callsetup message, where the network element is deployed in a communicationnetwork, the network element comprising: a processor; and acomputer-readable medium storing instructions which, when executed bythe processor, cause the processor to perform operations, the operationscomprising: receiving the call setup message from an endpoint device ofa calling party to a called party; verifying the calling party isassociated with a valued customer status and the called party is aregistered retailer based upon the call setup message; and processingthe call setup message in accordance with a registered service logicwhen the calling party is associated with the valued customer status andthe called party is the registered retailer instead of processing thecall setup message in accordance with a service logic associated with aregular customer status, wherein the registered service logic presents apre-recorded message of a promotion and directs a call to a liveattendant following the pre-recorded message of the promotion beingpresented.